Tasks are used to split a complex request into smaller workable units. You can assign tasks to other support reps to leverage expertise from them. 

To add a task to a request: 

    1. Go to Requests tab and click the subject line of the desired request.

    2. In the request details page, select Add Task from the Actions drop-down menu. Alternatively, you can go to Tasks tab and click Add new.

    3. Now, provide the task details as required. The default task fields are as follows.




To give a title to the task. This is a mandatory field.


To mark task status such as Open, Closed, Assigned, Resolved among others. This is a mandatory field.


Provide a relevant description.

Estimated Effort

Enter an estimated time required to complete the task.


You can select a group to work on the task


To set task priority such as Low, Medium, Normal, and High.


To select a support rep as the task owner.

Schedule Start

To set scheduled start time for the task

Actual Start

To mark the actual start time of the  task

Task Type

To categorize the task as implementation, troubleshooting among others.

% of Completion

To mark task progress in percentage

Additional Cost

Enter any additional costs incurred.


To provide some additional information.

Requires on-site visit

Used to mark a task that requires an on-site visit.


To add images or files.

Mark parent task(s)

Set an existing task as a parent task. 


      4.   Finally, click Save.


  1. You can also choose a task template from the drop-down list if you have already configured. To configure task templates, click here.
  2. If Estimated Effort and Scheduled Start are set then Scheduled End time will be automatically calculated based on operational hours and workdays.
  3. You can either mark or assign the task to a group or support rep using the toggle button. Marking is used for later assignment.


View, edit, delete, and other task actions

You can perform various task-related actions from the task list view. To access it, go to the Tasks tab in the request details page. 

  • The task list view lists all tasks in a request. To view the details of a particular task, click the desired task title to go to the task details page.

  • To edit a task, click the desired task title and then the edit icon. Make necessary changes and click Save.

  • To delete a task, select the task(s) you want to delete from the task list and then select Delete from the Actions drop-down menu. You can also delete a task from the task details page.


  • To organize the order of tasks, select the tasks from the task list view and then click Organize from the Actions drop-down menu. Now, in the pop-up window that appears, select and move tasks using the arrows as required and then click Save.


  1. In the task list view, you can directly edit certain fields Priority, Owner, Scheduled Start Time scheduled End Time, and % of Completion.
  2. You can also close multiple tasks from the task list view by selecting the required tasks and then click Close from the Actions drop-down menu.
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